Top Take-Aways from the W Seattle Leadership Session with Bart

Make People Feel Seen, Not Processed Guests want to feel cared for — not like a transaction. Your talent does too. Every interaction is a chance to make someone feel valued.

Be Where Your Feet Are Stay present. Put down the device. When you're with someone, be with them. Presence is one of the most powerful gifts a leader can give.

Consistent One-on-Ones Matter The #1 reason people leave: not enough time with their leader. Schedule it. Show up. And start the conversation with what's going right — not what's wrong.

Where Did You Find the Blueberries? Lead with the positive. Ask your people what they're proud of. Celebrate what's working before addressing what's not.

Everyone Has Something (The Invisible Backpack) Every person walking into work carries something you can't see. Lead with empathy. Seek to understand without judgment.

Lead by Example Flip the burgers. Check people in. Run the food. Your team is always watching. A ship in a harbor is safe, but that's not what ships are built for.

Take a Lap Get out of your office. See the impact of what your team does. Break down silos by showing up in spaces that aren't yours.

Widen Your Lens Don't miss the gorilla. When you're hyper-focused on one thing, you can miss what matters most. Put yourself in someone else's shoes to gain perspective.

See Something, Do Something Don't just say something — act. Don't ask if they need water. Bring the water. Notice, anticipate, and over deliver.

Make Exceptions to Create Exceptional Experiences The rule is to charge. The exception is to create a moment. You're empowered to go off-script when it serves the guest or your teammate.

Over Deliver — For Guests AND Talent Delivering is expected. Over-delivering is what people remember and talk about. And it doesn't have to cost much — a bookmark, a handwritten note, a cup of hot water.

Be Bamboo When things get hard, don't be the oak that resists and breaks. Be bamboo — flexible, strong, resilient. Bending isn't breaking.

You Are Doing Great Three words that can change someone's entire day. Say it to your talent. Say it to your guests. Say it to yourself.